Customer Experience Strategist

5 days ago


Cebu City, Central Visayas, Philippines OP360 (OfficePartners360) Full time
Job Description

We are seeking a seasoned professional to lead our Voice of the Customer (VOC) program, driving customer insights that inform business decisions and enhance the overall customer experience. The ideal candidate will possess strong analytical skills, experience in customer experience management, and excellent communication abilities.

Main Responsibilities
  1. Customer Feedback & Data Analysis:
  2. Develop and manage programs to collect customer feedback through surveys, focus groups, interviews, and social media analysis.
  3. Analyze customer feedback to identify trends, pain points, and opportunities for improvement, creating actionable reports and dashboards that provide clear insights into customer sentiment and key performance metrics.
  4. Collaborate with cross-functional teams to share insights and drive improvements, presenting findings to senior leadership and advocating for customer-focused changes.
  5. Translate customer insights into actionable plans with clear objectives, ownership, and deadlines, tracking the effectiveness of initiatives and their impact on customer satisfaction and business outcomes.
  6. Refine and improve the VOC program to keep it relevant and effective, building relationships across teams to ensure collaboration on customer experience initiatives.
  7. Stay updated on industry best practices in customer experience management.


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